Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.

Proactive Customer Service Operations enables you to track the digital services sold to and in use by your customers. This is referred to as install base.

If you identify any service disruptions to a customer's install base, you can proactively create a case to notify them.

These cases are resolved and closed in the same way as customer-reported cases. When multiple customers are affected, you can use the major issue management process.

You can also associate outage information to a case to keep your customers informed about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing transparency and reducing the number of customer-reported cases.

Your customers can use the Customer Service Portal to view proactive cases that you opened on their behalf, any outages associated with their install base, and interact with you using the proactive case.

The Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) provides an integration between Customer Service Management and the Event Management console in IT Operations Management. For more information, see Integration with Event Management.